BT Openreach suspends home visits for repairs and speed upgrades
BT-owned Openreach is suspending repair work and speed upgrades when they involve entering customer’s homes during the coronavirus crisis.
The telecoms company said it’s asking engineers to avoid going into people’s homes and will try to complete work outside where possible.
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It said it’ll be prioritising “essential” work during the coronavirus epidemic, which includes maintaining the connection of critical services such as the NHS.
Vulnerable customers with network problems will also be prioritised, Openreach said.
If a customer is left without broadband or phone connection, and the problem can't be fixed from outside, engineers may have to enter homes but this will be decided on a case-by-case basis.
But Openreach – who works with 640 communications providers – won't be completing repair work or speed upgrades where the customer hasn't been left without internet or phone service.
Telecoms engineers have been classified as "key workers" by the government.
Boost your broadband speed
HERE are some top tips to boost your broadband speed from telecoms regulator Ofcom:
- Carry out a speed test using Ofcom accredited price comparison sites Broadband.co.uk, broadbandchoices.co.uk and Simplifydigital
- Talk to your broadband provider if there are problems in the first instance
- Update your web browser to the latest version
- Keep your router as far away as possible from other electrical devices that emit wireless signals, such as cordless phones and baby monitors as these can effect signal
- If you have an old router, consider upgrading it
- Password protect your broadband – if neighbours are accessing your wifi it could be slowing your speeds down
- Use an ethernet cable to connect your computer or laptop directly to the router rather than using wifi
- Plug your router directly into your home's main phone socket – extension leads can cause interference
- Fit a broadband acclerator to boost speeds
An Openreach spokesperson said: "Our number one priority is to keep people connected.
"That means we’re focusing on the repair and maintenance of connections that support critical national infrastructure, essential public services, vulnerable customers and those without service.
"We know that what Openreach does is critical, and connecting people has never been more important."
In addition, if customers are looking to switch providers during the coronavirus crisis, they may be able to install the necessary home equipment themselves.
When we asked Openreach who it classes as a "vulnerable customer" it says it relies on the connection providers it works with to say who it should be prioritising.
Openreach is regulated by industry watchdog Ofcom when it comes to how quickly it resolves customer issues.
However, exceptions are allowed during unusual circumstances like the coronavirus.
According to the BBC, Virgin engineers are still conducting home visits to complete repair work for customers.
Chancellor Rishi Sunak recently unveiled a £5billion cash injection to give homes across the UK faster broadband connection.
Meanwhile, more than one million Virgin Media customers will get a free broadband speed boost over the next few months.
As of June, you can now cancel broadband contracts for free if firms don't fix faults or problems.
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